Offer summary

Qualifications:

Experience in consumer mobile and web software products, preferably with Windows products., Proficiency in managing customer support platforms like Zendesk., Strong analytical skills for ticket analysis and troubleshooting processes., Upper Intermediate English proficiency and strong communication skills..

Key responsabilities:

Collaborate with technical and product teams to enhance product capabilities.

Act as a liaison between customer support, product, and engineering teams for effective issue resolution.

Define and track customer success KPIs to improve support outcomes.

Oversee daily support operations and compile regular reports on support metrics.

Job description

Our client - a new Silicon Valley based profitable B2C product startup building innovative mobile solutions for the planet, is now looking for a Customer Service Lead.

Location: Ukraine
Type: Remote, Full-time
Start date: ASAP
About project and position:

Based in Silicon Valley and backed by top-tier VCs is a new mobile innovator delivering exciting new products for consumers across the planet.
The company has a flagship VPN application that drives ~10M MAUs. There are others in the portfolio as well as others in development.

About Role:

We're seeking a Customer Service Lead to elevate the customer support framework for both the company's mobile and desktop applications. If you're passionate about improving the customer experience and can connect users with product or engineering teams, we want to hear from you.

Responsibilities include but are not limited to:

Collaborate closely with technical and product teams to enhance product capabilities, including logging and troubleshooting features.
Act as a liaison between customer support, product, and engineering teams to ensure effective knowledge sharing and issue resolution.
Define and track customer success KPIs to drive continuous improvement in support outcomes.
Oversee daily support operations, including ticket resolution and team guidance, while maintaining a hands-on approach to customer inquiries.
Compile and deliver regular reports on support metrics and performance.

Requirements:

Experience in consumer mobile and web software products, with familiarity with Windows products as a plus.
Proficiency in managing customer support platform Zendesk and similar environments.
B2C customer support experience
Strong analytical skills for ticket analysis
Demonstrated ability to work collaboratively with technology teams to improve troubleshooting processes and implement automation.
Strong communication skills to convey technical concepts effectively to both technical and non-technical audiences.
Prior experience in technical troubleshooting and issue triaging.
English - Upper Intermediate+

What's the point?

Opportunity to lead and innovate within a dynamic customer support environment.
Collaborative culture that values continuous learning and professional growth.
Impactful role with direct influence on product improvement and customer satisfaction.

Required profile